Front Desk Agent - Hilton Tucson El Conquistador

Scope: Ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest. Primary Responsibilities: Ø Registers guests into the hotel in a prompt and courteous manner using up selling techniques to maximize room rates; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift.

Ø Checks guests out of the hotel; processes customer payments according to established policies and procedures. Ø Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction. Ø Cross trained to perform Night Audit duties.

Ø Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests. Ø Books guest reservations or coordinates with reservation center. Ø Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.

Ø Issues, controls and releases guest safe-deposit boxes. Ø Performs telephone operator duties to answer guest calls, dispatch shuttle, record guest calls in guest call log, dispatch calls to appropriate staff respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.

Ø Provides a professional image at all times through appearance and dress. Ø Follows company policies and procedures. Note: Other duties assigned by supervisor or management Relationships: Internal: Engineering: To relay guest needs for service. Accounting: To seek credit approval for payment processing. Housekeeping: To verify room availability.

External: Hotel guests: To sell and provide customer service; to resolve problems. Valet Service: To provide customer service Transportation Companies: For guest transportation, Lost Bags, Distressed Guest. Local Businesses: To provide information for guest and develop relationships Qualifications: Education/Experience: High School diploma or equivalent and some customer service experience.

Certification and/or License Requirement: None. Skills: Interpersonal skills Computer skills Typing Working Conditions: Will be required to work nights, weekends and holidays. Will be required to work in fast paced environment. May be asked to work overtime.